The bill amends the Florida Customer Service Standards Act by introducing a new requirement for state departments to implement a callback queue system for telephone customers. Specifically, it mandates that when customers contact a department by phone, they should have the option to be placed in a callback queue, allowing them to maintain their position in line without having to wait on hold or endure continuous ringing. This change is intended to enhance customer service efficiency and improve the overall experience for individuals reaching out to state departments.

The bill also includes a reorganization of existing paragraphs within the statute, redesignating paragraphs (e) through (k) as (f) through (l) to accommodate the new insertion. The effective date for this legislation is set for July 1, 2025, giving state departments time to implement the required changes to their customer service protocols.